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Configure SLA properties

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Configure SLA properties

Configure SLAs to define a set amount of time for a task to reach a certain
condition, to ensure that incidents are closed or resolved according to the expectations set
for customers. You can configure the SLA engine, logging, and repair properties based on the
requirements within your organization.

Maximum 'Actual elapsed percentage' value after which the 'SLA - update
calculations' scheduled job will stop regularly calculating the SLA's time
values. This is used to prevent 'long since breached' records from being
unnecessarily updated. Setting to '0' will stop all calculations and leaving
this blank will allow all SLAs to be calculated.

By default, this is set to 1,000%, so that recalculation stops after the breach
is exceeded by a factor of 10.

Type: integer

Default value: 1000

com.snc.sla.engine.version

Run the 2011 SLA engine (2010, 2011)

Type: choice list

Default value: 2011

com.snc.sla.engine.async

Run the 2011 SLA engine asynchronously after task insert or update
operations.

Only enable if you require the old way of showing breached status (in the
stage value), for reporting purposes. Using only the 'breached flag' is
preferred

Type: true | false

Default value: false

com.snc.sla.default_conditionclass

The name of the Script Include class that will be used to evaluate SLA
Conditions for the 2011 SLA engine (use to override with your own extension of
the SLAConditionBase class)

Type: String

Default value: SLAConditionBase

com.snc.sla.workflow.run_for_breached

An update to a Task can result in an SLA being attached that is already
breached - for example when an Incident that has already been open for a while
is upgraded to a high priority with a short resolution SLA.

By default if there is a workflow specified in the SLA Definition it will not
run if the Task SLA is attached and the Planned End Time has already passed.

Enable this property if you would like the workflow to run for a Task SLA that
is already breached when it is attached to the Task.

Type: true | false

Default value: false

com.snc.sla.calculate_planned_end_time_after_breach

Continue to re-calculate the "Planned End Time" of SLAs after they have
breached

Type: true | false

Default value: true

com.snc.sla.calculation.use_time_left

Use field business_time_left to calculate breach time instead of
business_percentage field. Using business_time_left is more accurate because the
business_percentage field is rounded to 2 decimal places. This means that once the
business percentage reaches 99.995%, it is recorded as 100%, and the task SLA is
marked as breached.

Type: true | false

Default value: false

glide.sla.calculate_on_display

Recalculate Task SLA records when a Task form is displayed. This ensures that
the task SLAs calculations are up to date but this may increase form load time.

Type: true | false

Default value: false

com.snc.sla.always_populate_business_fields

When this property is set to true, the business fields such as Business elapsed
time will be populated with the same values as those in the actual fields when
there is no schedule specified on the Task SLA.

If the property is false, the business fields will be empty when a Task SLA has
no schedule.

Type: true | false

Default value: true for new instances, false for upgraded instances

SLA logging properties

The Logging level for... properties set logging levels for relevant
script includes. This allows you to activate extra logging targeted at whenever that script
include is invoked via a task SLA. For example, if you know of an issue with the
TaskSLAworkflow script include, you can use the
com.snc.sla.workflow.log property to enable logging on that script include.
These properties are all set to Notice level by default.